Introduction
This document describes the steps to configure Webex Connect with Facebook.
Contributed by Mykola Danylchuk, Cisco TAC Engineer
Prerequisites
Requirements
Cisco recommends that you have knowledge of these topics:
- Webex Contact Center (WxCC) 2.0
- Webex Connect portal with Facebook flow configured
Components Used
The information in this document is based on these software versions:
- WxCC 2.0
- Webex Connect (Formally IMI)
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.
Configure
Step 1. Provision Digital Channel.
Navigate to Control Hub > Contact Center > Digital
, and select Provision Digital Channels
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-00.png)
After the connector is provisioned you can see the digital channels under the Custom Connectors
card.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-01.png)
Open the connector in order to see authentication details.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-02.png)
Step 2. Create Service in Webex Connect portal.
If you still do not have any services created for your tenant or if you want to separate all your integrations from other users, please create a new service.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-03.png)
Step 3. Download Core Task Flows.
The tenant must be configured with Core Task Flows
, such as Routed, Modified,
and Closed Workflows
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-04.png)
Download the Core Workflows
from Github: Webex Connect Flows.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-05.png)
It is recommended to create separate Services in Webex Connect
portal and host these flows there.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-06.png)
Step 4. Download preconfigured flow from GitHub for Facebook.
You do not have to create the flow from the start. There are some pre-configured flows that you can use. Navigate to Webex Connect Flows.
and download the flow for Facebook integration.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-07.png)
When you have flow on your PC, upload it to the Flows
under your Services
.
Click Create Flow
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-08.png)
Drag and drop the preconfigured flow in order to upload it to the services.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-09.png)
Step 5. Set up Authorization.
Navigate to Assests
and click on Integrations
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-10.png)
Configure authorization under Webex CC Engage integration
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-11.png)
Configure authorization and generate a secret key in Webex CC Task integration
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-12.png)
Step 6. Create Facebook App on Webex Connect portal.
App on the Webex Connect
portal is basically the Entry Point. In order to create New App
, navigate to Assets
and click on Configure New App
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-13.png)
Give your app a name and Add Messenger Page
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-14.png)
The App can be mapped to a specific Facebook page. Enter the Facebook credentials to map the app to an open Facebook page.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-15.png)
Select which open source page you want to use for this integration.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-16.png)
Register the Facebook page with Webex CC
in order to see it in the Webex Contact Center
admin portal.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-17.png)
Step 7. Create an Entry Point and Queue in the Webex Contact Center admin portal.
On Webex Contact Center
portal, navigate to Provisioning > Entry Point
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-18.png)
Create Entry point with Channel Type - Social Channel, Social Channel Type - Facebook Messanger
and the Asset Name
.
You do not have to create any Routing Strategy for the Entry point.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-19.png)
Create queue with Channel Type - Social Channel.
Queue Routing Type
could be Longest Available Agent
or Best Available Agent
.
Add team to the list.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-20.png)
Step 8. Configure Global Variables in the Webex Connect flow.
Open up the Facebook flow which you uploaded to the portal earlier.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-21.png)
Click on Settings
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-22.png)
Define the Global Variables under the Custom Variables fields.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-23.png)
The FBpageid and appid could be found in the App created earlier. Open the Assets
and select the App.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-24.png)
When you open the App, you can see the appid and pageid which you must enter as the values of the Global Variables.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-25.png)
Step 9. Assign the queue from Webex Contact Center portal to the flow in the Webex Connect portal.
In the Facebook flow, find the Queue Task
block
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-26.png)
Set up the Queue Name
with the one you created earlier in the Webex Contact Center
portal.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-27.png)
When the flow is configured, click on Make Live
so the flow is ready to accept the tasks.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-28.png)
Step 10. Check Facebook message flow functionality.
To send a message from the created Facebook page, navigate to Assets
and click on the Messenger page
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-29.png)
After log in to your Facebook, you can send messages from this Facebook page
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-30.png)
The agent can receive the message on the Agent Desktop.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-31.png)